Senior Director, Call Center Operations presso Rise Broadband

Application Deadline: 11/9/2025 or until position is filled

General Summary

The Sr. Director of Call Center Operations will provide strategic and operational leadership as we build and develop a new in-person contact center. This role involves developing and executing strategies to enhance the customer experience, improve operational efficiency, and drive business growth. The Director is responsible for managing staff, optimizing technology, and analyzing performance data to achieve and exceed key performance indicators (KPIs).

Essential Duties/Responsibilities

• Strategic leadership and planning: Develop and implement strategic plans for the call center that align with the company's broader business objectives. Conduct needs assessments, capacity planning, and cost-benefit analysis to determine operational strategies.
• Operational management: Oversee the day-to-day operations of the call center, including managing staffing, scheduling, and overall performance. Ensure service level agreements (SLAs) are met consistently and handle high-level customer escalations.
• Team leadership and development: Manage, hire, coach, and mentor a team of call center supervisors and agents. Conduct regular performance evaluations and foster a positive, high-performance work culture to reduce employee turnover.
• Performance and quality analysis: Monitor and analyze call center metrics, including, but not limited to, average handling time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) scores. Use data to identify trends, pinpoint areas for improvement, and implement actionable strategies.
• Technology and systems management: Manage the technology and software used in the call center, such as workforce management (WFM) and customer relationship management (CRM) systems. Implement new technologies like AI and omnichannel platforms to improve efficiency and customer interactions.
• Financial management: Prepare and manage the call center's budget, track expenses, and ensure operations remain cost-effective.
• Scalable process development: Establish and document all standard operating procedures (SOPs), quality assurance programs, and internal workflows to ensure the new call center can scale efficiently as the company grows.
• Cross-functional collaboration: Act as the primary liaison between the call center and other departments, including product development, IT, marketing, and network operations, to ensure a seamless and integrated customer experience.
• Vendor management: Identify, select, and manage relationships with third-party vendors for software, hardware, and other outsourced services. 
• Other duties as assigned

Job Requirements

• Education: A bachelor's degree in business administration, management, or a related field is typically required. Some employers may prefer a master's degree or relevant certification.
• Experience: At least 7–10 years of progressive experience in call center management, with significant experience in a startup or new center launch environment within the telecommunications sector.
• Leadership and adaptability: Exceptional leadership and team-building skills, with the ability to thrive in a fast-paced, high-pressure, and often ambiguous startup environment.
• Analytical skills: Strong analytical and problem-solving abilities to interpret complex performance metrics and make data-driven decisions.
• Technical knowledge: Proficiency with call center technologies, including CRM platforms, WFM software, and analytics tools.
• Adaptability: The ability to work in a fast-paced environment and adapt to changing circumstances and technologies. 

Working Conditions

• Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Working conditions may include being in an open (shared) cubicle/workspace area.

Disclaimer

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.

Please feel free to review our Benefits at the following link: https://www.risebroadband.com/about/careers/benefits/